Recently, she published one of her daily diagrams – A Simple Recipe (See above):

How to make friends and influence people = the intersection of empathy and generosity

It’s a great but simple diagram and insight. However, if we think about this the applications could be huge for customer engagement, employee engagement, leadership, customer service, marketing, change, culture etc etc.

Here’s where and why I think some firms are failing:

Many firms have little or no empathy with their people or their customers and are, therefore, disconnected from them or struggling to understand why what they are doing is not working as well as it used to.

Many firms are not generous with their time, effort, care or resources towards their people and their customers and, so, wonder why when they ask for their help they get little in return.

Often firms have empathy with their customers and their people but they are not generous with their time, effort, care or resources and, therefore, they have insight but unless they show it or demonstrate it nothing happens or gets done.

Often firms are generous with their customers and their people but they do not have the empathy needed to give the right sort of ‘things’. Therefore, little or nothing happens.

Empathy is underrated when it comes to the customer experience, but I believe it’s because Suppliers sometimes seem “untouchable”. I’ve come across a website called http://www.hellopeter.com which puts me in touch with my suppliers by allowing me to write reports about them, of which a copy gets sent to them AND they have the opportunity to reply to me. And, hopefully, give me some empathy.

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About Me

I’m a huge fan of organisations that do great things for their customers and their employees and I’m a helper to many wanting to achieve their own level of greatness. I’m also a lover of simplicity and advocate of the human touch with a bit of really useful technology thrown in.

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About Me

I’m a huge fan of organisations that do great things for their customers and their employees and I’m a helper to many wanting to achieve their own level of greatness. I’m also a lover of simplicity and advocate of the human touch with a bit of really useful technology thrown in.